Lessons in Quality: Learning from the Japanese
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 April 1994
Abstract
Attempts to demonstrate that total quality management (TQM) can be successfully transferred to service industries as well as manufacturing industries. In profit‐making services, TQM can lead not only to reduced costs and greater profit margins but also to greater market share through better orientation to customers’ needs. Highlights the Japanese approach to service quality which is an integral part of the organization rather than just an add‐on programme. Illustrates the condition needed to institute a TQM programme successfully in the service industry and concludes with the thought that without these conditions, TQM merely becomes another panacea doomed to failure.
Keywords
Citation
McManus, J.J. (1994), "Lessons in Quality: Learning from the Japanese", Managing Service Quality: An International Journal, Vol. 4 No. 2, pp. 10-14. https://doi.org/10.1108/09604529410796143
Publisher
:MCB UP Ltd
Copyright © 1994, MCB UP Limited